Amendments to the General Conditions of Entitlement

30 September 2018

Links to statements on changes to General Conditions of Entitlement.

View information on the current general conditions.

View an archive of the previous general conditions and related guidance.

Documents relating to the changes to the general conditions are accessible from the review of the general conditions.

30 July 2018: Changes to GC C6, other minor drafting changes and changes to the guidance on the CLI facilities

On 30 July 2018, we published a statement about further changes that we are making to the revised general conditions.

These changes include drafting changes to a number of the revised general conditions, and changes to General Condition C6, in order to ensure calls to the emergency services are always connected.

These changes took effect on 1 October 2018, the same day the revised general conditions came into force.

We also published an unofficial consolidated version of the revised general conditions (PDF, 1.1 MB), which took effect on 1 October 2018, which incorporates all the changes made to the revised general conditions since they were first set in September 2017.

On 30 July 2018, we also published unofficial consolidated versions of the following Ofcom documents:

  1. Metering and Billing Direction (PDF, 388.2 KB)
  2. Emergency Planning Direction (PDF, 145.1 KB)
  3. Premium Rate Services Condition (PDF, 154.8 KB)
  4. Non-Provider Numbering Condition (PDF, 150.4 KB)

26 March 2018: Statement on revising the emergency planning direction, number withdrawal and guidance on contract termination

On 26 March 2018, we published a statement about further changes that we are making to the general conditions.

We decided to make these further changes to:

  1. update a direction which specifies which public bodies may request industry to make arrangements for the restoration of communications services in the event of disasters;
  2. extend our power to withdraw telephone numbers where they are used inconsistently with the National Telephone Numbering Plan or otherwise misused; and
  3. provide guidance about the procedures for terminating contracts.

These changes took effect on 1 October 2018, the same day the revised general conditions came into force.

19 December 2017: Statement on mobile switching

On 19 December 2017, Ofcom published a statement setting out our decision to reform the process for switching mobile provider, remove requirements on consumers to pay for their old service during a notice period once they have switched provider, and ensure consumers are better informed about switching. This statement set out our decision to amend general conditions B3 and C7. However, these changes will not take effect until 1 July 2019.

10 November 2017: Statement on Automatic Compensation

On 10 November 2017, Ofcom published a statement setting out our conclusion that there is a need for an automatic compensation scheme to protect residential consumers who suffer from certain service quality failures with their landline and/or broadband services. This statement included revisions to general condition C2.

19 September 2017: Review of the general conditions

On 19 September 2017, Ofcom published a statement about changes that we have decided to make to the General Conditions of Entitlement, in order to ensure the general conditions are up to date and reflect Ofcom’s current priorities. The revised general conditions came into force on 1 October 2018, and the current conditions were revoked on the same date.